Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Listen to the episode & read the show notes ». Get every new episode.

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Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

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Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

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Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

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Customer Bliss

OCTOBER 11, 2016

Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play! How did Mark move towards one-company leadership in such a huge organization? One of my most important customer experience competencies has always been one-company leadership. Hilton is a massive global brand.

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Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. For the virtual meetings, the Department distributes surveys for the members to complete.

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Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Long ago, in a galaxy far, far away, surveys began for the pure and simple reason to improve customers’ lives. But yet, around the world, that survey score has become the end game.

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Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization.

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Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

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Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

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Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

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Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

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Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. And, if you don’t do that, again that’s a pothole you’re going to step in.

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Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. Future annual planning : Should start with the framework of the customer journey.

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Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. Create One Version of the Truth. But the key is to do a common version of the math.

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Measurement Chief Customer Officer Metrics Video 289

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Customer Bliss

DECEMBER 29, 2015

Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores). Demystify the role of the Chief Customer Officer. Your focus is to get leaders to make a defining performance metric – the growth or loss of your customer base.

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Customer Bliss

DECEMBER 29, 2015

Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores). Demystify the role of the Chief Customer Officer. Your focus is to get leaders to make a defining performance metric – the growth or loss of your customer base.

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Customer Bliss

SEPTEMBER 4, 2018

Bob realized that as an organization, t here were some fundamental things missing in terms of influencing employees and customers to change at the core. This had to do a lot with leadership and how they were understanding customers at Manulife. Is Your CX Making a Noticeable Difference to Your Customers?

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ClearAction

MAY 26, 2023

This is especially powerful, because customers say: “I was trying to do X, but then Y happened, and now Z is my consequence.” You’ll rarely get that from surveys. Put as much energy into CX intelligence as you put into almost-free VoC and surveys. ” Wow! It abounds in almost-free VoC.

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Customer Insights Chief Customer Officer Effort Score Leadership 62

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Ask yourself, how are you meeting the customers’ goals?

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

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Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

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Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

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Brands Customer Experience Chief Customer Officer Contact Center 162

Calabrio

JULY 26, 2017

Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. The rise of the CCO.

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Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

FEBRUARY 10, 2015

With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.

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Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

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Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Airlines Industry Strategy Customer Experience 176

Customer Bliss

SEPTEMBER 1, 2016

If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. If you have a copy of my book Chief Customer Officer 2.0 — or if you feel like buying one!

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Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

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Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

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ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The report concluded that the main obstacle to transformation was allocating enough resources to the change effort and the researchers believe that finding is an indication that the leadership teams lacked conviction to act.

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Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

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